Adopting Internet Banking in Ghana

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Current Research Journal of Social Sciences 5(4): 143-151, 2013
ISSN: 2041-3238, e-ISSN: 2041-3246
© Maxwell Scientific Organization, 2013
Submitted: April 05, 2013                    Accepted: April 22, 2013                               Published: July 25, 2013

                                     Adopting Internet Banking in Ghana
                                 1
                                 G.O. Ofori-Dwumfuo and 2Betty A. Dankwah
                                    1
                                     Methodist University College Ghana,
                               2
                                Ghana Telecom University College, Accra, Ghana

Abstract: This study looks at the benefits, challenges and barriers in adopting Internet banking at a major bank in
Ghana. The development of the Internet is changing the way financial services are provided in Ghana. The Internet
banking facility has resulted in new ways of delivering banking services. The research is a case study based on the
staffs that has worked with the bank for more than three years. In evaluating benefits, challenges and barriers to the
bank in adopting Internet banking, interviews were conducted with some management staff and twenty other staff
who were directly involved with customers with respect to daily banking services. Secondary data on Internet
banking was available from the retail banking section of the bank. Literature on aspects of Internet banking (its
adoption, benefits, challenges and barriers) was reviewed. The results of the study indicate that there are numerous
benefits to the bank in adopting Internet banking, just as there are challenges and barriers. On the whole, however,
the benefits outweigh the challenges and the barriers put together. This should encourage other banks to offer
Internet banking to all of their retail customers in Ghana.

Keywords: Adopting ICT technology, challenges and barriers, Ghana banks, internet banking, internet banking
          benefits

                  INTRODUCTION                                     The need for Internet banking: The importance of the
                                                                   use of telecommunications technologies in the banking
     Many banks are making huge investments in                     sector has grown over the years, leading to present-day
technology to maintain and upgrade their infrastructure,           Internet banking. Internet banking has caught on well
in order not only to provide new electronic information-           for some reasons. It makes the regular transactions for a
based services, but also to manage their risk positions            client speedy and time-efficient, with little or no
and pricing. At the same time, new off-the-shelf                   paperwork involved. Standing in long queues is avoided
electronic services such as online retail banking are              by customers making deposits or withdrawals. Banking
making it possible for very small institutions to take             has thus turned into a “24/7” service with the banks
advantage of new technologies at reasonable costs.                 always available to their clients (Ciciretti et al., 2009).
These developments may ultimately change the                            Many of the Ghanaian banks have overseas and
competitive landscape in the financial services (Abor,             foreign clients and online banking help cater for these
2004).                                                             clients who cannot cross the geographic barriers to
     The banking system in Ghana, until recently, has              undertake simple transactions. Internet banking has
seen resistance to change as preserving its stability. But
                                                                   therefore increased customer diversity and improved
in recent times, the banks have been pushed into ICT
                                                                   the quality of clients (Calisir and Gumussoy, 2008).
and this is changing the way banking business is done.
Internet or online banking is the current face in the
development of banking services in Ghana. With more                Project objectives: Banking plays a crucial role as a
people using Internet these days, many bank customers              major service for the growth development of all
expect to be able to carry out most of their banking               economies and it is even more important for emerging
transactions using safe websites. They expect to be able           economies such as Ghana. As businesses usually need
to access features and functions via the Internet that             to find ways of improving their products and service
would enable them to transfer money from one account               deliveries, it becomes more essential to understand how
to another, view their account balances and summaries              the adoption and provision of Internet banking could be
as well as handle other services. Many Ghanaian bank               beneficial to a bank and its customers. The purpose of
customers therefore want to be able to carry out                   this study is to describe the status of adoption of
financial transactions by simply using a computer with             Internet banking at a bank as a means of analysing its
an Internet connection (Balachandher et al., 2001).                unique role for enhancing business (Dankwah, 2012).

 Corresponding Author: G.O. Ofori-Dwumfuo, Methodist University College Ghana, Accra, Ghana
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The specific objectives are to:                                        Mols (2001) agrees that Internet banking is an
                                                                  innovative distribution channel that offers less waiting
•   Identify the benefits of Internet banking with                time and more convenience than traditional branch
    particular emphases on extending the service to all           banking with significantly lower cost structure than
    retail customers.                                             traditional delivery channels. In addition to reduction in
•   Explore barriers      to    the   adoption     and            operational costs to the banks, Internet banking also
    implementation of Internet banking and                        results in higher levels of customer satisfaction and
                                                                  retention.
•   Describe the perceived challenges faced by a bank
                                                                       The first Internet banking service in the United
    in adopting Internet banking for all of its
                                                                  Kingdom was launched by the Nottingham Building
    customers.
                                                                  Society in 1983. This service formed the basis for most
                                                                  of the Internet banking facilities that followed. In the
     In this study the benefits of e-banking are                  United States, the first online banking service was
conceptualized as issues or factors perceived by                  developed by Stanford Federal Credit Union, which is a
respondents as beneficial for Internet banking                    financial institution and introduced in October 1994.
adoption. Similarly, barriers are those factors perceived
to be impediments to the adoption of Internet banking.            Ghana banks and technological growth: In Ghana,
Finally challenges are taken to be the perceived factors          the growth in the use of technology in banks has been
that make it difficult to adopt Internet banking. We              rapid in recent years. Focus has all along been on
believe that the outcome of the study could be used as            convenient service to clients at the most reasonable
a help in deciding as to whether or not to offer Internet         costs while making profit and staying competitive. The
banking to all retail customers in Ghana, a guide in the          days of office automation devices lasted until the 1980s
setting up of Internet banking at all bank branches and           when the Personal Computer (PC) became popular and
a lead to the review of the challenges that banks would           banking competition intensified. The Ghanaian banks
face in adopting and implementing Internet banking.               began to use PCs in back-office operations and then
                                                                  later, tellers started to use them to serve clients.
              LITERATURE REVIEW                                   Progress in computer technology followed with banks
                                                                  networking their branches and operations. The major
Internet banking: Internet banking may be seen as an              international banks led this electronic novelty that
aspect that enhances electronic business ( Seitz and              revolutionaries banking in the country (Abor, 2004).
Stickel, 2002). According to Zwass (1996), e-business                  The biggest change to the banking industry in
probably began with the electronic data interchange in            Ghana came with the introduction of the ATM machine
the 1960s. But Melão (2008) argues that it was not                in 1995. Today, all the major banks operate ATMs. The
until the latter days of the 1990s that, with the coming          current phase of development of the banking industry in
into force of the Internet that e-business came up as a           the country, in line with the rest of the world, is the
major part of many financial institutions. Financial              Internet banking which tends to provide bank clients
services are thus being promoted because of the                   with even more convenience. However, this technology
widespread use of the Internet. The Internet has turned           is at a relatively infant stage as the banks only offer
out to be a tool of worldwide communication,                      Internet banking services mainly to corporate clients.
promoting producers and entrepreneurs to sell their
products online.                                                  Adopting internet banking: The adoption of Internet
     In the light of this, many banking and finance               banking is influenced by several factors. Georgescu
organizations have come up with the idea of banking               (2005) puts two of these factors as customer service
online via the Internet. Internet banking is thus a               enhancement and competitive costs. Huge investments
facility provided by such institutions to enable the user         made by Ghanaian banks have still not turned Internet
executes bank related transactions through the Internet           banking into profitable customer service enhancement
electronically without having to visit the brick-and-             and competitive cost ventures for them; though they
mortar bank (Al-Abed, 2003). Internet banking                     have enrolled some existing customers onto the Internet
provides a variety of attractive possibilities for remote         banking facility, they are not getting new customers in
account self-service access, including (Furst et al.,             large numbers. Bauer and Hein (2006) argue that banks
2002; Eriksson and Nilsson, 2007):                                must make the effort to translate their investment in
                                                                  online banking beyond enrolling customers. To them,
•   Availability of enquiry and transaction services              that is when banks will be able to derive maximum
    around the clock                                              value that includes cost reduction opportunities and
•   Worldwide connectivity                                        higher customer attraction and retention.
•   Easy access to transaction data, both recent and                   In order to acquire a holistic view of the electronic
    historical                                                    business adoption phenomenon, the academic and
•   Direct customer control of international movement             research community has focused its research attention
    of funds without intermediation of financial                  on the analysis of the electronic business adoption
    institutions in customer’s jurisdiction.                      process (Al-Mudimigh, 2007; Cotman et al., 2007).
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Within this framework, a great amount of effort has                and management. Fourthly, the Internet reduces
been placed on the examination of the electronic                   barriers to entry for new market entrants and provides
business adoption process as well as on the                        an opportunity for small firms to reorient their supply
investigation of the significant factors that affect the           chain relationships to forge new strategic partnerships.
specific process. The results of the specific research             And finally, e-banking technology facilitates the
attempts and developments have led to the formulation              development of new types of products and new business
of certain electronic business adoption models and                 models for generating revenues in different ways.
theories ( Lallmahamood, 2007; Lai and Li, 2004).
     The Stages theory has been used as a tool for                 Barriers in adopting internet banking: According to
examining the adoption and progression of various                  Windrum and De-Berranger (2002),                   it   is
aspects of electronic business in organizations. The               hypothesized that many of the factors affecting the
Stages theory assumes that organizations progress                  successful adoption of new technologies such as e-
towards electronic business through a number of                    banking are generic in nature and that the successful
clearly defined and successive stages or phases. Each              adoption of Internet technologies in part depends on
adoption stage or phase is characterized by the                    how these are used in conjunction with the other
existence of distinctive applications, benefits and                technologies and management practices that form a
problems, while it reflects a particular level of maturity         ‘technology cluster’. However the most critical barrier
in terms of the use and management of Information                  can be ascribed to the very limited information and
Systems and Technologies (Windrum and De-                          communication infrastructure available in most
Berranger, 2002).                                                  countries, especially in Africa (Akoh, 2001).
                                                                        Gerrard et al. (2006) investigated why some
Benefits of internet banking: Benefits expected to be              consumers shy away from using Internet banking.
gained are major factors for a firm to decide to go the            Common barriers include unsuitability for the type of
Internet banking direction. According to Basu and                  business; enabling factors (such as availability of ICT
Muylle (2007), companies can gain two fundamental                  skills, qualified personnel, network infrastructure);
types of benefits from e-banking. These are generally              cost factors (ICT equipment and networks, software
described as value creation or value enhancement for               and re-organization); security and trust factors (security
one or more of a company’s stakeholder groups and                  and reliability of e-commerce systems, uncertainty of
cost saving, increased market share, speed and                     payment methods, legal frameworks and Intellectual
efficiency of doing business and improvement in                    Property Rights); and challenges in areas of
customer service. Value creation could also result in              management       skills,    technological    capabilities,
improvement in internal and external communication                 productivity and competitiveness. Lack of reliable trust
through effective e-marketing, increment of sales                  and redress systems and cross-country legal and
through e-commerce websites integrated with back                   regulatory differences also impede e-banking adoption
office.                                                            (Suh and Han, 2002). It is however important to note
     Akoh (2001) answers the question why firms                    that barriers to e-banking adoption work differently
should go the Internet banking way and outlines the                according to organizational type and culture, as areas of
tremendous benefits derived by firms who have already              training and people development also need to be
integrated electronics into their business processes.              addressed (Chitura et al., 2008).
According to him it is shown that i f the cost of a
full-service trading transaction is about $150, it will            Challenges to internet banking: While many hold
cost $69 doing the same using a discount broker and                the view that Internet banking has many advantages
$10 using an online broker. H e continued that it will             for developing countries, there are a number of major
cost all parties (the bank, consumer, service provider,            challenges to overcome before it can fully exploit the
etc.,) $1.27 for a banking transaction (eg., a s i mp l e          benefits of e-banking (Liao and Cheung, 2003). A
cash withdrawal) at a bank branch, $0.27 using an                  number of constraints, specific to doing e-banking in
ATM machine and $0.01 using the Internet. Akoh                     Africa, are a l s o apparent (Akoh, 2001). These
(2001) then adds that doing business electronically does           include low level of economic development and small
not only reduce cost but tremendously affects the speed            per-capita incomes; limited skills with which to build
and efficiency of businesses.                                      e-banking services; the number of Internet users
     Windrum and De-Berranger (2002) suggest that                  needed to build a critical mass of online consumers and
the commercial benefits of e-banking lie in five areas.            the lack of familiarity with even traditional forms of
Firstly, firms are able to expand their geographical               electronic commerce, such as telephone sales and
reach. Secondly, important cost benefits lie in                    credit card use (Kose, 2009; Lee, 2009).
improved efficiency in procurement, production and                      Perhaps one of the greatest challenges to the
logistics processes. Thirdly, there is enormous scope for          adoption of Internet banking is the cultural reluctance
gaining through improved customer communications                   to interface with business electronically. Such
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challenges remain major obstacles, limiting the                    •   Help mitigate the crowding situation in the
potential benefits of Internet banking. Other challenges               branches
are the cost of implementation, security concerns,                 •   Compete favourably with their competitors and
perceived customer readiness, lack of knowledge of                 •   Implement processes related to handling of
ICT and e-banking, the relatively high costs associated                instructions and fund transfers (Banibensu, 2011).
with investments in ICTs, the lack of technical and
managerial skills and reluctance on the part of                    Research method: Creswell (2003) describes three
companies to network with other enterprises, lack of               approaches to research-quantitative, qualitative and the
executive support and concerns regarding the reliability           mixed methods. In our work, we seek to have a deeper
of technology (Tan and Teo, 2000).                                 understanding of Internet banking adoption and its
                                                                   ability to give competitive edge and not to explain
                  METHODOLOGY                                      Internet banking. The research method option used
                                                                   here was the qualitative approach i.e., collection of
    The purpose of this study, as stated earlier, is to            data through interviews and surveys, taking into
conduct an exploratory and descriptive research in order
                                                                   account the nature of the enquiry, accessibility of the
to gather information on a bank adopting Internet
                                                                   sources of data, the type of data required and the
banking as an option in a competitive business
environment in Ghana. The focus will specifically be on            resources available. It was decided that interviews
our case study bank (at times referred to simply as “the           should be conducted in the first instance for
bank”).                                                            exploratory purposes so that the data collected would
                                                                   be valid and reliable so that the results could be
The case study bank: Our case study bank (which has                generalized to the population (Neumann, 2006).
opted for anonymity) has operated in Ghana for over
fifty years and is a wholly-owned subsidiary of an                 Data source: The nature of the information required is
international bank. Its vision is to become the best bank          that of drawing on the knowledge and opinions of
in Ghana and make lives easier for its customers,                  those in the senior management levels at the bank,
employees and other stakeholders. It has an extensive              people who are involved in decision-making-in order
retail and corporate banking network in the country,               to find out their opinions on Internet banking. As these
comprising of many branches and agencies. It has a                 staff was quite accessible, we felt that a face-to-face
good number of Automatic Teller Machines (ATMs)                    interview would be appropriate. The second stage of
spread nationwide and It offers a wide range of                    the data collection was interviewing front desk staff at
corporate, retail and treasury products and services,              banking halls, frontline staff that face customers
targeted particularly at business and corporate clients,           directly and are expected to implement the bank’s
local business banking products and services targeted at           Internet banking strategies. The population of
small and medium scale enterprises and indigenous
                                                                   interviewees for the second category will be greater
businesses, while extending personal products and
                                                                   than that for the first stage (Saunders et al., 2009).
services to its retail customers.

The bank and internet banking: Until recently,                     Data collection: According to Collis and Hussey
branches of our case study bank were experiencing a                (2003), there are two main sources of data: primary and
high number of customers either calling or walking in              secondary data. The research began with the collection
to make enquiries (mostly on low value cash                        of secondary data on what had already been written
transactions). This tends to cause congestion and                  about the research topic and on documents available
dissatisfaction among the customers. So, about a year              from the bank. We then progressed with the collection
ago, as a direct response to such customer demands, the            of primary data through semi-structured one-on-one
bank launched Internet banking for retail customers                interviews. This method allowed us to ask open-ended
with the following features among others: account                  questions where the interviewees could feel free to
specific enquiries, instructions/transactions and                  share their views and express themselves. A few closed
security. The aim was to introduce an alternative                  questions were also asked for comparison with the data
channel in the form of a state-of-the-art computerized             collected from secondary sources. Naturally, interview
solution for that class of customers, thereby serving as a         responses could be easily influenced by the
means for handling enquiries and transactions and help             interviewer’s personal biases and idiosyncrasies. Our
cut down on the branch congestion.                                 interviews were conducted in an open and friendly
     The specific objectives of the Internet banking               manner in a bid to avoid interviewer biases.
launch were as follows:                                                 Our interviews were conducted on the Chief
                                                                   Executive Officer and the six other divisional heads
•   Introduce an alternative channel for the retail                (Internet Banking Executive, Finance, Chief Operating
    segment                                                        Officer, IT, Change and Business Improvement, Retail
•   Provide more convenience to customers                          Banking) who form the executive committee
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responsible for setting strategies for the bank. It is               gained from interviewing the frontline staff that the
believed that their positions could have significant                 customers seemed satisfied.
influences on the adoption and implementation of                          Out of 20 members of staff interviewed, 16 (75%)
Internet banking at the bank. Findings from these initial            answered the question that they are not likely to look
interviews with the management staff were used as                    for another job outside the bank within the next three
basis for the interview with the banking hall staff.                 years after the implementation of the Internet banking.
     The population of the frontline staff sampled was               One person or 6.3% of the interviewees was unsure if
mostly head office branch staff (40%) and the other                  they would consider another job outside the bank
60% from three other branches. Each category involved                whilst the remaining 18.7% said they were likely to
the branch manager, two tellers and a personal banker.               consider another job outside the bank (Fig. 1).
                                                                     Improved working conditions will positively impact on
          PRESENTATION AND ANALYSIS                                  the morale of the staff as work load will be reduced
                 OF FINDINGS                                         through customer education. Happy members of staff
                                                                     are generally content to stay longer with their current
    Based on the objectives of the study, the interview              employers.
questions and the outputs covered three main areas;                       Secondary data provided by the bank showed that
these are presented to indicate the responses to the                 there had been a steady growth in the number of people
corresponding three research questions:                              registering for Internet banking. For example as at
                                                                     middle of June 2012, there had been a total of 7,010.
•    What are the benefits that may be derived by                    This gives an average of over 8 I70 new registrations
     adopting Internet Banking at the bank?                          for internet banking every month. The growth in new
•    What are the barriers to the adoption of Internet               registration is illustrated in Fig. 2 (which shows the
     banking at the bank?                                            weekly registration data for Internet banking as a
•    What challenges does the bank face in adopting                  proportion of total Internet banking registration). From
     Internet banking?                                               the graph (Fig. 2), it is realized that apart from the two
                                                                     weeks commencing the 29th April when figures dipped
Benefits of adopting internet banking: An                            140 and 160, respectively, there has been a steady rise
overwhelming majority of the interviewees, 99%, are                  in the weekly number of new registration, peaking at
comfortable with and happy about the Internet banking                352 people in the second week of June 2012.
and how it was impacting on their jobs. All the                           The response from interviewees indicates that
management staff (100%) and nearly all the personal                  there has been a proportionate decline in the number of
bankers and tellers were in agreement that the                       customers either calling or walking in to make
provision of an alternative channel through Internet                 enquiries (especially for low value cash transactions).
banking has been beneficial for the bank and its                     This means that the banking halls are less congested
customers. Even though the bank’s customers were not                 and they experience shorter queues. This is in
interviewed, it could be deduced from the feedback                   agreement with the official figures from the bank

                                      18.80%

                                                                                   Not likely to look for another
                                                                                   job outside the bank

                            6.30%                                                  Unsure about looking for
                                                                                   another job outside the bank

                                                                                   Likely to look for another job
                                                                                   outside the bank

                                                               75%

Fig. 1: Staff retention probability

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                                                           Registration Data

               8.00

               6.00

               4.00

               2.00

                 -

                                          Period (in hundreds)      Cummulative (in thousands)

Fig. 2: Registration data for Internet banking

Fig. 3: Total number of weekly Internet transactions

that show that the peak hour visits to the bank’s                      whole increase in turnover to the introduction of
branches has fallen by as much as 38% since the                        Internet banking, they agreed that the larger-than-usual
introduction of Internet banking to all retail customers               growth in the present turnover had more to do with the
i.e., customers do not have to visit their branches for                adoption of Internet banking.
some transactions.                                                          Respondents were asked how confident they were
      From our results, introducing Internet banking at                in their new jobs with the introduction of Internet
the bank has increased customer primacy through the                    banking. The responses were as in Table 1. On this
quick response to account enquires, thereby reducing                   question, 90% of the respondents said they are very
queuing and congestion in the branches. The rising                     confident, while 10% were fairly confident. There was
number of Internet banking transactions bears                          none among the banking hall staff that was not
testimony to this as shown in Fig. 3 which shows the                   confident. When the same question was posed to the
total number of weekly Internet transactions as a                      bank’s management team, an absolute 100% was
                                                                       happy and confident as well as going on to say that the
proportion of the total transactions over the period.
                                                                       image of the bank has improved nationwide.
      To say that the bank adopted Internet banking as a
response to new market trends and as a competitive                     Barriers to the adoption of Internet banking: For
strategy is an under-statement. Even though no specific                the question as to what could have been the main
margin was given to the question because of company                    hindrances to the adoption of Internet banking at the
policy, it was agreed by all the interviewees that                     bank, the summary in Table 2 helps in our discussion.
turnover of the bank has increased since the adoption                  It was clear (Table 2) that funds to invest in the project
of Internet banking. While they did not attribute the                  had never been a problem for the bank, but rather
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Table 1: Confidence in internet banking job                               not sign up for Internet banking even though they do
Answer options                                     Response count         understand the benefits and have the resources to use
Extremely confident                                18
Fairly confident                                   2                      them. Table 3 gives a picture of the number of
Not at all confident                               0                      customers signed up for Internet banking compared to
Total                                              20                     the total number of the bank customers.
                                                                               According to the data provided, out of a total of
Table 2: Barriers to the adoption of Internet banking                     596,000 customers of the bank, only 6,928 have
Response                                                 Count            registered as users of Internet banking eight months
Lack of Resources (Funds)                                0
Not sure                                                 2
                                                                          after the scheme was launched for retail customers.
Retail customer base not big enough to merit the         2                This gives an adoption rate of 1.16 per cent-which is
investment                                                                rather low.
Did not see the need for it                              0                     As a final word, it is worth adding here that from
Socio-cultural attitude                                  3                our interviews, it came to light that adopting Internet
We just took our eyes off it                             2                banking at the bank fits within the bank’s Africa
                                                                          strategy of introducing alternative channels to reduce
Table 3: Total number registered for Internet banking
                                                                          congestion at branches. All the management staff
Total customers                                         596,000
Total registered Internet banking users (since          6,928
                                                                          reiterated that adopting Internet banking was in support
inception)                                                                of the bank’s guiding principle of customer and client
Adoption rate                                           1.16%             focus. The platform for Internet banking had therefore
                                                                          been set as part of a strategic project to modernize all
socio-cultural attitudes in Ghana. It is also true that the               the bank’s branches in Africa.
main computer file server for the bank’s Internet
banking is sited in another country, which is in a                                           CONCLUSION
different time zone. This tends to be a problem,
especially with the I.T set-up necessary to support the                        From the study, it is clear that the benefits to the
Internet banking.                                                         bank served as a motivating factor for it adopting the
                                                                          Internet banking product. The salient benefits as
     Another barrier faced is that the bank does not
                                                                          realized could be summarised as to include higher
provide all the advertised Internet banking services that                 operational efficiency which leads to improved
the mother bank provides. An example is the                               customer service and customer satisfaction;
suppression of the online bill payment facility (which                    enhancement of the bank’s brand and improved
the mother company provides in other African                              competitiveness of the bank; enhancement in the
countries) on the grounds of security. All the frontline                  bank’s earning capacity and therefore better
staff interviewees expressed concern about complaints                     positioning of the bank within the market; better staff
from customers about not being able to use the bill                       morale as a result of better working conditions, as well
payment facility when using Internet banking.                             as the bank’s income protection through attracting and
                                                                          retaining existing customers.
Challenges to the adoption of Internet banking: The                            The bank, being a wholly owned subsidiary of an
bank had challenges as it sought to adopt Internet                        international bank, does not face challenges such as
banking. These include customer illiteracy and fear, as                   limited skills base, security concerns, high investments
well as power outages and resistance to change. The                       costs in ICT, etc. These were covered by the mother
bank has to deal with low levels of registration for                      company which is a global brand with large market
Internet banking particularly among the farming                           shares. Instead, the bank faces its own local challenges
communities (who form a major part of its clients).                       in the socio-cultural set-up in Ghana. This includes,
Generally the level of illiteracy of these farmers is high                primarily, resistance to change to adopt the Internet
and they are not able to use computers or do not have                     banking scheme. The sitting of technical equipment
                                                                          outside the country of operation also means that
access to Internet facilities. The study showed that such
                                                                          geographical differences have direct impact on both IT
customers are almost impossible to convince as they                       staff and other accessories supporting the e-banking
fear the possibility of someone accessing their accounts                  systems. Also, the banks inability to unify the features
in their absence.                                                         and services internationally from a common platform is
     The level of power outage in Ghana is quite high.                    a challenge that has become a barrier for them to attract
Thus, customers may still have to visit the branches on                   certain types of customers, e.g., those who would like
some occasions as they might not have electricity                         to make online bill payment when transacting business
supply at the time they need to undertake transactions                    via Internet banking. Other general barriers, however,
on the Internet. There is also an element of cultural                     do not have significant impact on the bank’s quest to
reluctance to change among some of the bank’s                             adopt Internet banking.
customers to adopt Internet banking. This was evident                          In conclusion, in the bank adopting Internet
from the responses that some customers just feel okay                     banking, there are benefits, challenges and barriers that
with their traditional way of banking and will therefore                  the bank faces, but as has been established from our
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study, the benefits outweigh the challenges and the               Dankwah, B.A., 2012. Adopting internet banking in
barriers. What is needed is for the bank to take steps to              Ghana: The case of barclays Ghana limited. M.Sc.
minimize the challenges and overcome the barriers.                     Thesis, Centre for Communication, Media and
Finally, it is recommended that the findings in this                   Information Technologies (CMI), Aalborg
study should be adopted by all banks to offer Internet                 University, Copenhagen, Denmark.
banking to retail customers in Ghana.                             Eriksson, K. and D. Nilsson, 2007. Determinants of the
                                                                       continued use of self-service technology: The case
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